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Role Summary

About Clicksign

We are a Brazilian company leader in electronic signatures. In essence, we facilitate relationships between people and companies in the digital environment. Behind our cutting-edge technology and focus on security, we have the mission to make the world grow, making digital relationships increasingly intelligent.

We are looking for a Full Customer Success Analyst, with passion and experience in customer success, consultative relationships and value generation. If you consider yourself a talented professional in understanding needs, identifying opportunities and transforming diagnoses into actions that generate results, and are interested in acting in a proactive and data-oriented way, this is your chance! You will be part of the Usage Incentive team, responsible for supporting Mid-segment customers to reach their full potential in using the Clicksign platform, working collaboratively and remotely. On a day-to-day basis, you will have a consultative role, both reactive, responding to customer requests, and proactive, identifying opportunities and supporting customers with difficulties or low maturity of use, in partnership with the Support, Product, Sales and Onboarding areas.

Serving customers in the Mid segment reactively (requests from the customer) and proactively (identifying customers with difficulty or low use of the platform);

Use active listening techniques to carry out in-depth diagnoses about the customer's context and business, going beyond the symptom presented to identify the root cause of usage difficulties;

Map the client's organizational structure, identifying new decision makers, other potential departments and qualifying the real potential for account expansion;

Enhance the use of Clicksign solutions by presenting best practices and developing actions that connect the use of the platform to the results expected by the customer;

Conduct 1: many (collective) training on the product, training multiple users simultaneously;

Contribute to customer success throughout their life cycle, proactively interacting with Clicksign areas, identifying expansion opportunities and reducing churn risks;

Intermediate demands between different internal areas (Support, Product, Sales and Onboarding), ensuring fluidity in resolving customer needs;

Contribute and propose continuous improvement actions in favor of the best customer experience and product adherence, sharing insights with the internal Solutions and Product areas;

Monitor market changes that may impact the customers served, bringing this repertoire to interactions and diagnoses;

Register and follow-up on demands through the structure's official communication channels (HubSpot).

• Previous experience in the SaaS market;
• Experience using the HubSpot tool;
• Basic notions of API, since most of the customers served use the product via integration;
• Adaptive communication, with the ability to generate value for different user profiles (from the technical team to the business decision-maker);
• Active and empathetic listening, with the ability to translate what the client says into concrete actions;
• Genuine curiosity about the client's business and the market, with ease in asking questions that deepen the diagnosis;
• Strong sense of ownership, taking on demands until they are resolved;
• Thinking outside the box, with creativity to propose solutions and new approaches;
• Organization and ability to manage multiple clients and demands in parallel;
• Openness and familiarity with conducting collective training (1:many);

Results orientation and comfort in working towards goals.

Requirements

Differential

• Previous experience in Customer Success areas focused on product adoption and engagement;
• Familiarity with products or platforms that involve use via API.

Benefits

• 100% remote work.
• Culture of trust, focused on results and with a lot of challenge and learning.
• Autonomy and protagonism, in an environment full of collaboration and empathy.
• Feedback and 1: 1 culture with human leadership and no micromanagement.
• Complete benefits such as: meal/food vouchers, daycare assistance, home office, health, education and culture, gympass, birthday day-off, discounts on therapy and English courses, among other partnerships.

About the Company

How we work

Our essence is Trust. We work with focus, rhythm, clear communication and data to support us. We work carefully; We put care and quality in everything we do. Empathy and respect are pillars of our team.